Feature request @ https://requests.blesta.com/topic/add-support-ticket-notifications

Some have requested that the ticket system automatically send out email notifications for tickets of a particular status after a certain period of time has elapsed since the last response.

I envision this could be integrated apart of a support department. It will probably be best a separate page, not when adding/editing a support department.

The feature would add fields to configure when notifications should be sent using the ticket status, when the last reply was on the ticket, and whether we already sent a notice.

1. Create a page for adding/editing support department ticket email notifications
2. For each status (e.g. "Awaiting Staff Reply"), select whether email notifications should be sent
   • Add a select option to choose an amount of time that should elapse before sending the notification. Options may be
     • Never (default backward-compatible setting)
     • [5 minute increments up to 1 hour, then 1 hour increments up to 1 day]
   • This setting will then be used by the cron to check against the last ticket reply
     • Send notification if last ticket reply + (time setting for its status) <= current time AND we have not already sent a notice
     • The notification should be sent to either a client or an admin
     • The feature request adds a condition that the notification should not be sent once the status changes, but I think that is not a necessary constraint to integrate, at least for now. If someone just changes the ticket status, then the configuration of the new ticket status will handle the notification.
   • A cron will need to be added that sends these notifications as configured
   • The email notification should be sent to the client/contacts or admins based on the last reply. If the last reply was an admin, send the email notification to client/contacts. If the last reply was a client, send the email notification to admins.
   • When a notice is sent, it should be logged that it was sent on the ticket
     • When a ticket changes status, this setting should be marked as "not sent" so that another notice could be sent for this new status

In this configuration, an email notification is only sent once. The feature request describes a recurrence, but for now, a single use may suffice. We should discuss whether a recurrence is necessary.